This is something I encountered personally today. A local coffee shop (which I will not name) posted a TikTok video to promote its establishment, and I'm not going to lie, the place looked stunning with its indoor garden aesthetic.
One of the top comments says (not verbatim): "A beautiful spot like this deserves a more creative name and branding." Which, okay, backhanded compliment.
The cafe owner, using his personal account, responds: "It's been doing well the past three years. Let me know once you've built a business with your unique and creative branding. Thanks for the advice, Mr. Entrepreneur of the Year."
People who saw the comment were understandably irked and called out his unprofessionalism.
It's not the worst type of response, but it has made me ponder something about customer communication: Would you, as a business owner, ever resort to passive-aggression and sarcasm in response to a harmless (albeit unsolicited) comment from a potential customer? And is that something you'd ever do on a public platform, where other customers can see? Do you stoop to their level? And isn't it PR 101 to never do so? Are there exceptions?
How NOT to respond to a TikTok comment (maybe)
byu/ThriveMarketingTeam inEntrepreneur
Posted by ThriveMarketingTeam
3 Comments
No it looks bad to anyone else seeing it.
I’d say from a social media perspective they are smart, created drama, generated lots of engagement (always remember, haters and negative engagement is still engagement to the algorithms). It popped so much that now you’re making a Reddit post about it.
I see where you’re coming from, especially from a branding perspective.
I believe the right choice is different depending on the business and its goals.
I respond to comments like Michael Scott. Oblivious or designed to get an angry response. Most people of low IQ have to get that last word in and it bumps you up in the algorithm every time.
When you are tired of manipulating stupid people, let them know an invoice is being sent to them for your time.
20% of people are dumb enough to believe it.
I own a successful PR firm. This advice is gold.